About the Role
We are seeking an experienced Customer Experience Operations Manager to oversee customer service operations, improve support processes, and develop strategies that enhance customer satisfaction and retention.
The ideal candidate will have strong leadership abilities, experience managing customer support teams, and expertise in analyzing customer experience performance metrics.
Key Responsibilities
- Oversee daily customer experience and support operations.
- Develop strategies to improve customer satisfaction and retention.
- Manage customer service workflows and operational processes.
- Monitor KPIs, including CSAT, NPS, response times, and resolution rates.
- Identify service gaps and implement process improvements.
- Collaborate with product, sales, and technical teams.
- Manage escalated customer concerns and complex service issues.
- Develop training programs and performance standards.
- Prepare operational reports and present insights to leadership.
Required Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- 5+ years of experience in customer experience or support operations.
- 2+ years of team leadership or management experience.
- Experience with CRM and customer service platforms.
- Strong knowledge of customer experience metrics.
- Excellent communication and analytical skills.
- Ability to manage multiple operational priorities.
Preferred Qualifications
- Experience with Zendesk, Salesforce, or HubSpot.
- Knowledge of customer journey mapping.
- Experience with workforce management tools.
- Background in SaaS or technology companies.
Benefits
- Medical, dental, and vision insurance.
- 401(k) retirement plan.
- Paid vacation and holidays.
- Remote working flexibility.
- Professional development opportunities.
